What We Do Employee Experience Customer Experience Market Research Competitive Analysis
Grow Boldly
 

Identify and address customer problems as soon as they happen to drive business growth and customer loyalty.

This leading industrial product and service provider invested in an online and email-based customer survey technology but couldn’t get the responses they needed to represent their customers. Without that data, the business couldn’t understand their customers on a deeper level – especially the customers that had bad experiences.

This company used the PATH telephonic research studio to target and understand unhappy customers. Not only did it help the company drive improvements across its entire customer its experience, it also drove an exponential return on investment by improving the value of their existing customer survey platform.

 
 
 
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Client Impact Story

Expanding business with existing customers by solving problems when they happen

One of our clients, a leading industrial product and service provider, was experiencing significant information gaps with their current online and email-based survey platform.

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Step One

Identify the Opportunity

The company needed to improve their customer survey process to get visibility into the “why” behind unhappy customers – they started with the most unhappy customers.


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Step Two

Find the Solution

Our full-service telephonic research studio dove deeper with unhappy customers across all client locations to reveal the most important problems.

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Step Three

Take Action

Through targeted customer surveying and improved journey mapping, we helped them minimize the negative effects of customer problems by contacting unhappy customers within 24-48 hours, connecting them with employees that can solve their problem and closing the loop with a survey to help ensure it doesn’t happen again.


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Step Four

Understanding Impact

The company has decreased recurring customer problems by 14% year over year and continues to improve. They now have a complete picture of the customer's journey and extensive customer insights to upgrade customer experiences, leading to stronger relationships and revenue growth.

 

Data Defines Direction.

Our telephonic survey data and experience research revealed potential areas of improvement within the current Net Promoter Score process.

 
 

key insight One

You Can Learn More Through Your Unhappy Customers

While we tend to focus on relationships with our loyal and committed customers (the “Promoters”), sometimes the biggest improvement can be made by solving the problems of our unhappy customers (“Passives” and “Detractors”).

key insight Two

Telephonic Surveys Can Provide Deeper Insights

A simple and brief survey may seem like the best option for the customers; however, additional follow-up and increased feedback are needed to truly understand how to build a powerful customer experience.

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Strengthening relationships leads to extension of business

By identifying their largest customers and how to use the data to learn more about their needs, the company has increased the number of products and services used by these customers.

 
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Reflection.

Growth requires a focus on customer loyalty in 4 ways: 

 

All of these strategies can be identified by using customer satisfaction metrics and the Net Promoter Score categories (Promoters, Passives and Detractors).  However, any metric is useless unless you have good data to represent your customers – NPS and CSAT included. Investing time and resources to get strong data you can trust makes all customer experience investments more value across the board. 

Woman on phone, smiling, with hand raised in the air.